Using AI agent workflows in Now Assist for WSD

  • Release version: Xanadu
  • Updated September 10, 2025
  • 3 minutes to read
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    Summary of Using AI Agent Workflows in Now Assist for WSD

    AI agent workflows in Now Assist for Workplace Service Delivery (WSD) enable automation of workplace tasks, allowing for efficient management of resources and events. These workflows assist Workplace Event Planners by handling repetitive tasks and ensuring that spaces are effectively utilized during maintenance or emergencies.

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    Key Features

    • Manage Temporary Space Closures: AI agents prioritize emergency maintenance requests, block affected locations, and relocate existing reservations to ensure functional workspace access.
    • Help Manage Workplace Reservations: AI agents autonomously reschedule events, gather relevant information, and provide actionable suggestions to optimize reservations.
    • Optimize Cleaning Activities: Agents manage maintenance cases based on space utilization thresholds, creating or deactivating maintenance cases as needed to improve efficiency.
    • Automate Map Updates: The AI agent assists map administrators with bulk updates, retrieving CAD file sources and managing import tasks.

    Key Outcomes

    By utilizing these AI agent workflows, ServiceNow customers can expect:

    • Reduced workload for Workplace Event Planners, allowing focus on strategic tasks.
    • Enhanced space management and maintenance efficiency, leading to improved employee satisfaction.
    • Streamlined processes for managing reservations and cleaning activities, resulting in better resource allocation.

    To utilize AI agents, customers must duplicate the agentic workflow, activate the use case and agents, and set up triggers for automatic or manual invocation. For discovering available AI agents, customers can refer to the AI Agent Marketplace on the ServiceNow Store.

    Agentic workflows in Now Assist for WSD help complete workplace tasks autonomously.

    Table 1. Table 1. Available AI agent workflows for Now Assist for WSD
    Agentic Workflow name Description Available AI agents
    Manage temporary space closures

    This team of AI agents come together when there’s a meeting room maintenance case that must be looked at with priority.

    • When the emergency maintenance request is submitted, maintenance work must be performed.
    • The emergency case is assigned to a user in the Workplace Event Planners assignment group.
    • The location is blocked by AI agents for maintenance.
    • If there are any existing reservations in the maintenance workspace, AI agents relocate or move the reservations to an available location.

    AI agents reduce repetitive tasks for Workplace event planners. They provide assistance and verify that employees have access to functional spaces within an organization during an outage or emergency maintenance. AI Agents handle the work for Workplace Event Planners so that they can focus on more important and complex tasks that require human intervention. For more information, see Manage temporary space closures agentic workflow.
    • Workplace case notes updater
    • Case Retriever
    • Reservation resolution processing AI agent
    Help manage workplace reservations

    This team of AI agents help Workplace Event Planners and autonomously reschedule events happening in the workplace. AI agents support Workplace Event Planners with all relevant information and preparation work when changes are occurring to a planned reservation. AI Agents gather relevant information and provide suggestions to the Workplace Event planners for the next best possible action. Event planners can review and optimize reservations as required by looking at the workplace case details.

    In order to finish the task, AI agents perform the following:

    • Retrieve the change event edit workplace case details.
    • Analyze the reservation retrieved from the previous step.
    • Update Workplace case notes with all the actions taken.

    For more information, see Help manage workplace reservations agentic workflow.
    • Reservation updating AI agent
    • Case Retriever
    • Reservation analyzing AI agent
    • Workplace case notes updater
    Optimize Cleaning activities This team of AI agents get all open workplace maintenance management cases. The Workplace Planned Maint Nightly Run scheduled job runs on a daily or hourly basis to create maintenance cases. Each workplace maintenance case represents a cleaning or a maintenance case on a location for a certain time interval, also known as schedule (on a daily or hourly basis). The Optimize cleaning activities agentic AI workflow retrieves space utilization threshold for each workplace maintenance cases. Based on the space utilization threshold data, it creates new maintenance cases or deactivates underutilized maintenance cases.

    For more information, see Optimize cleaning activities agentic workflow.
    • Case aggregator AI agent
    • Utilization rate AI agent
    • Case optimizer AI agent
    Automate map updates

    The AI agent helps map admins configure the map during bulk updates to Indoor Mapping. The AI agent autonomously retrieves sources for the CAD file and resumes the import task. If the source isn't found, the AI agent moves the task to the Waiting user input state.

    		 Map Admin Agent
    Important:
    All use case and AI agent records are read only by default.

    To run the AI agents autonomously, you must first duplicate the agentic workflow, and then, do the following steps:

    • Activate the use case.
    • Activate all agents within the use case.
    • Activate the trigger to invoke the use case automatically. If you prefer to invoke it manually, activating the trigger isn't necessary.
    Looking for an AI agent?
    • There might be AI agents installed with the Now Assist application that are not used in agentic workflows. To learn how to see all agents that are available on your instance, see Find AI agents.
    • To find agents that might not be installed on your instance, visit the AI Agent Marketplace on the ServiceNow Store.